Mapping Incident Management permission groups to ITIL roles
This section lists the incident management roles that are defined in the IT Infrastructure Library (ITIL) and the equivalent permissions that each role needs in Incident Management to complete the relevant procedural steps. For the incident management process, the BMC Service Management Process Model defines the support staff roles in line with the ITIL defined incident management roles.
This section does not list all of the permission groups and functional roles defined in Incident Management, only those that are mapped to ITIL roles. For a description of the responsibilities associated with permission groups, see Incident-Management-roles-and-permissions and Problem-Management-roles-and-permissions.
The following table shows the Incident Management role mapping:
ITIL role name | Apex Global user | Incident Management permission groups |
|---|---|---|
Service Desk Analyst | Francie Stafford | Incident Master |
Specialist | Ian Plyment | Incident User |
Group Coordinator | Bob Baxter | Incident User |
On-Duty Manager | Mary Mann | Incident User |
Service Owner | Allen Allbrook | Incident User |
User | Joe Unser | No Incident Management permissions are needed. |